Your Local Link to IGP in Malaysia
AIA Bhd: The Real Life Company • Market leader – AIA Bhd. is the No.1 employee benefits
insurance provider in Malaysia.
• A dedicated team of consultants - Solutions that are
based on detailed research and comprehensive analysis covering employees’ needs, company’s demographics as well as the business environment.
• Significant information on employees’ cost-benefit
and utilisation - AIA’s data gathered is analysed and benchmarked against industry standards and compiled into various reports that allow for better management of your employees’ health as well as control of medical abuses and cost management.
AIA Bhd: Facts & Figures IGP Network Partner since: 1982 IGP’s Share of the Group Portfolio: 17% Group EB Market Share (12/2016): * 66% Group EB Ranking (12/2016): No. 1 Overall Ranking (12/2016): No. 1 Solvency Ratio: (12/2016) 404% Financial Ratings (for AIA Co): -- Moody’s (6/30//2016): Aa3 -- Standard & Poor’s (9/26/2016): AA• Financial Strength of AIA Group: -- Strong capital position with US$ 185 billion (11/30/16) -- Prudent, sustainable and progressive dividend • • • • • • •
• Technological innovation – Availability of outpatient
*
• 24 Hours Call Centre – AIA’s customer care line
More Information
cashless swipe-card, Privilege card, e-payment, e-claim submission, e-notification on claim payment status, HR self-serve portal, employee self-serve portal as well as document management and imaging for AIA customers. AIA’s panel clinics can be checked using the AIA mobile application, available for iOS and Android. is available 24/7 to serve their members who have enquiries about their medical benefits, coverage as well as information on AIA’s panel GP clinics and hospitals.
• Letter of Guarantee issuance for ease of hospital
admission - issued to hospitals in the event of an admission or outpatient consultation once the diagnosis is proven to be a covered condition so that members can seek treatment immediately at AIA Bhd.’s panel hospitals.
• AIA Med Express – Door-step delivery service of long
term medication at no added cost, exclusively for AIA covered members.
• Provider Management - AIA Bhd. partners with more
than 1,800 panel GP clinics nationwide and offers guarantee letter facility with most major hospitals for cashless convenience for AIA covered members.
• Cost Containment - The case management team looks
into optimization of utilization across the different portfolios for the cashless facility. The main aim is to ensure that clients are able to receive the right care, and that medical inflation is managed through review of cases and ongoing feedback with AIA’s partners.
• AIA Platinum Hospital Network - includes hospitals
that have been carefully selected based on their quality standards, affordability and customer experience to ensure the delivery of quality healthcare at a sustainable cost for all AIA medical card holders. Members will enjoy exclusive benefits such as faster approval for Letters of Guarantee, waiver of admission deposits and hospital administrative fees.
LIAM (Life Insurance Association Malaysia) New Business Statistics Conventional only
Mr. Edmund Lim AIA Bhd Level 23, Menara AIA, 99, Jalan Ampang, 50450 Kuala Lumpur Malaysia T +60 3 2056 2342 M +60 12 283 4127 E
[email protected] W www.aia.com.my
09 > 2017
AIA Bhd:
Service Standards & Performance Indicators
Claims Processing & Claims Timeliness Measurement of claims payment processing & timeliness per client
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Frequency of measurement reports
Monthly
Measurement of claims payment processing & timeliness
Claims payment commitment - Death: 80% within 14 working days - Disability: 80% within 14 working days - Medical: 80% within 14 working days
Claims Processing Accuracy
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Measurement of claims payment accuracy
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Measurement of claims payment accuracy per client
-
Frequency of measurement reports
Monthly
Accuracy commitment: 95% of claims
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Account Servicing: Responding to Inquiries Inquiry commitment: - 95% within 1 working day for telephone inquiries - 95% within 5 working days for written inquiries
Premium Statements
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Measurement of timeliness of premium statements (bills) per client
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Frequency of measurement reports
Monthly
Measurement of timeliness of premium statements (bills)
Policy Issuance per Individual Measurement of timeliness of policy issuance per client
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Frequency of measurement reports
Monthly
Measurement of timeliness of policy issuance
Helplines and IT Capabilities Employee help line to respond to employee inquiries for medical insurance Employee help line to respond to employee inquiries for other covers Helpline availability 24/7 On-line Administration (real-time)
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03 > 2017
AIA Bhd
The information in this document is subject to change. Please contact your IGP Account Manager or
[email protected] for more details. The International Group Program (IGP) is a registered brand name under John Hancock. IGP operates in the State of New York under Signator Insurance Agency, Inc., a NY licensed broker. IGP has provided the website address of our Network Partners for your convenience. John Hancock is not responsible for the content or accuracy of our Network Partners’ web-site(s). IGP Network Partners operating outside of the United States are not necessarily licensed in or authorized to conduct insurance business in any state in the United States including, the State of New York. The policies and/or contracts issued by a Network Partner to contract holders outside of the United States have not been approved by the NY superintendent of Financial Services, are not protected by the NY State guaranty fund and are not subject to the laws of NY or the laws and/or protections of any other state where the Network Partner is not licensed to do business. © International Group Program - www.igpinfo.com
